Customer Success Lead

Are you passionate about being at the forefront of the ever-evolving social advertising industry? Do you take pride in driving retention and growth among valued customers by understanding their business needs and helping them succeed?

In this role, you will be responsible for leading a team of Customer Success Managers and / or Associates and being responsible for the team's revenue within the region. As the Lead, you will help the team handle a portfolio of customers and drive further change to improve the relationships and product and services adoption. This is the ultimate ‘player coach’ role within the CS function and a great stepping stone for managerial success.

In this Sydney role, you will be part of the APAC Customer Success team focusing on Australia, Singapore, Hong Kong, India, & Indonesia!

As a Customer Success Lead at Smartly, you will...

• Positively lead and handle a team of Customer Success Managers and / or Associates in the region to reach their potential.
• Mentor the team members and run their day to day output and engagement
• Take ownership of the teams revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, contract renewals, on-boarding and collaboration with other teams
• Coordinate key new customer onboarding
• Be responsible for line management tasks such as annual reviews, salary rounds and HR / People related topics supported by your Head of Customer Success
• Orchestrate the team to follow our enterprise account management playbooks to delight our customers
• Become the trusted advisor for your enterprise customers in the team by building and fortifying relationships with client leadership.
• Ensure high quality customer experience to new and existing customers
• Enhance employee engagement and skills development within the team
• Improve feature adoption and cross sell services across your customer base
• Minimize customer churn and increase revenue
• Identify and take action on bottlenecks and areas of improvement
• Communicate upwards to your Head of Customer Success optimally on your team performance and needs and help to develop the APAC region and team
• Recruit, onboard and develop a growing team of CSA’s and CSM’s

We're definitely looking for you, if you have...

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About Smartly

Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers.

Smartly is the only company in the industry recognized as a Leader in The Forrester Wave : Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.

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I will need visa sponsorship to be authorized to work in the country I'm applying to now or in the future.

We are looking for a hybrid worker based in this role. Are you comfortable going into our Sydney office three times per week?

Demographic Survey for Smartly

We invite you to complete this optional survey to help us evaluate our diversity and inclusion efforts. Submission of the information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment or affect your job application. Information obtained will be kept separate from your name and job application. This information will be kept secure and confidential and will be used solely to evaluate our diversity and inclusion efforts.

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